For tickets that we include knowledgebase articles in we put a Tag of "KB" on the ticket.

Click to expand...

Do you mean the operator searched for a KB article and inserted the contents? It would be nice if the KB tag was automatic.
What I really don't understand is why there isn't an option to insert a KB article URL into the ticket reply instead.
Many of our articles are technical in nature and include numbered steps, links, etc. -- all of which doesn't format well in a ticket reply.
I am dumbfounded why there is no option to post the KB article URL into a ticket or chat reply in one click. Very frustrating!